IT Technical Support Engineer

Saildrone • Alameda, CA

39d • Onsite

About The Position

Saildrone is seeking an IT Technical Support Engineer to join our IT team. Reporting to the Senior Director of IT, you will play a critical role in enabling Saildrone’s workforce with reliable, secure, and scalable technology—ensuring employees can operate effectively across engineering, manufacturing, and mission operations. Your work will directly impact productivity, security, and Saildrone’s ability to scale as a defense and maritime technology leader. We are looking for a skilled individual who delivers exceptional end-user support, creates clarity from technical complexity, and drives continuous improvement in fast-moving, regulated environments.

Requirements

• Formal training or equivalent experience in IT, computer science, or a related technical field.
• 2+ years of experience in IT support, service delivery, or technical operations roles.
• Demonstrated proficiency supporting MacOS, Windows, Linux, and mobile endpoints in enterprise environments.
• Experience with identity, endpoint, and collaboration platforms such as Okta, JumpCloud, Google Workspace, Microsoft 365, and Slack.
• Proven ability to diagnose and resolve technical issues under time pressure and across diverse user needs.
• Strong communication skills and ability to translate technical concepts for non-technical users.
• Ability to work effectively in an on-site, fast-paced, and security-conscious environment.
• Working knowledge of IT security, compliance, and operational best practices.

Responsibilities

• End-User Technical Support: Perform responsive, human-centric technical support for on-site and remote global users to achieve high levels of productivity and resolve "day-to-day dilemmas" across Mac, Windows, and Linux.
• Support Lifecycle Ownership: Be accountable for support tickets end-to-end, including triage, troubleshooting, and informed hand-offs, ensuring consistent communication and resolution within a defense-regulated environment.
• Systems & Account Deployment: Execute secure onboarding and offboarding workflows, including the configuration of end-user hardware, identity management (Okta/JumpCloud), and access to core productivity suites.
• Engineering Tool Support: Work closely with engineering and manufacturing teams to align on the support and deployment of specialized software, including CAD (NX/Altium) and Product Lifecycle Management (Siemens Teamcenter X).
• Infrastructure & Office Tech: Carry out the maintenance and troubleshooting of shared office systems, including wired/wireless networking, conference room AV, printers, and physical security access controls.
• Automation & Efficiency: Monitor for manual, repetitive IT processes and take action to leverage APIs or scripting (Bash/Python) to improve departmental efficiency and scalability.
• Documentation & Training: Adhere to and contribute to the creation of internal and end-user facing documentation, while leading training sessions to improve organizational technology literacy.
• Compliance & Asset Management: Perform accurate asset inventory and record-keeping in accordance with NIST and SOC2 compliance frameworks to ensure Saildrone’s security posture as a defense contractor.

Benefits

• Generous Time Off: Competitive Paid Time Off (PTO) accrual plus a robust annual holiday schedule and paid sick leave ensure you can rest, reset, and sustain performance over time.
• Comprehensive Health Coverage: Premium, multi-tier Medical, Dental, and Vision plans with significant company contributions for employees and dependents—providing security and peace of mind.
• Shared Ownership in the Mission: Equity grants are a core part of our compensation, allowing you to participate in the long-term value you help create through meaningful, operational work.
• Retirement Savings: Access to a 401(k) retirement plan with flexible pre-tax and Roth payroll contribution options supports long-term financial planning.
• Investment in Your Growth: We support your continuous learning through an annual professional development reimbursement program, empowering you to sharpen your skills and stay ahead of the curve in a rapidly evolving field.
• Relocation Support: For eligible roles, we offer relocation assistance to help bring the world’s best talent to our mission-critical locations.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed